Innovation Predictive Analytics Technology Text Analytics 
DMG Consulting
APRIL 15, 2020
Workforce priorities have shifted, as have other management trends, including the introduction of innovative smart technology, expanding global business and broader market opportunities. Predictive analytics is already helping companies make better hiring decisions and reduce agent churn.
Fonolo
NOVEMBER 11, 2022
C all center agents drive sales growth, create happy customers, and gather data that’s essential to innovation — and this is the year we think they’ll be recognized and rewarded for it. Improved tools and technology. IVR was one of the first automation trends in call centers, but the technology is even more relevant today.
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Lumoa
APRIL 28, 2024
Medallia expanded its capabilities with its acquisition of Mindful , the global leader in contact center callback technology in 2022. Its omnichannel text analytics feature comes with Natural Language Processing and is supported by AI (more about this in the next segment).
DMG Consulting
APRIL 16, 2019
It’s hard to overstate how much the contact center technology sector has progressed in the past 15 years. We have progressed from interactive voice response (IVR) systems to intelligent virtual assistants (IVAs), from process optimization to process automation, and from technology as an enabler to technology as a partner.
DMG Consulting
OCTOBER 17, 2019
Background: DMG Consulting LLC , a leading provider of contact center, back-office and real-time analytics market research and consulting services, today released its 2019-2020 Robotic Process Automation Product and Market Report.
DMG Consulting
AUGUST 9, 2018
Recent advancements in AI technology, along with consumer preferences for self-service options in digital channels, are driving interest in and adoption of IVAs. Our mission is to help our clients build world-class contact center and back-office environments by leveraging technology, process and people.
DMG Consulting
DECEMBER 11, 2019
Strong and innovative sector with sustained growth and momentum. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Artificial intelligence (AI) and predictive analytics are also profoundly impacting the CBCCI market. 12/11/2019.
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